Customer Service Manager of Business Process Innovation

We’re Hiring: Customer Service Manager of Business Process Innovation

Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong and now in Middle East.

Are you passionate about revolutionizing customer service in the takeaway industry? Do you have a knack for designing seamless service journeys that cater to users, merchants, and riders alike? If so, we have an exciting opportunity for you!

What You’ll Do

• Output service rules for the takeaway industry, including the user side, merchant side and rider side, to ensure a balanced experience on all three sides.
• Design the whole chain service journey from AI customer service to manual customer service, including service routing, service layering, service risk control and etc..
• Design takeaway journeys and scenarios in line with UAE customers' habits, and output applicable service processes, solutions and communication tactics.
• The design targets frontline customer service in the customer service center, ensuring that the process is clear, concise and easy to operate, and optimizing the process to improve customer service resolution.
• Analyze service data and customer voices, continuously discover user pain points, and feedback to business improvement to reduce the occurrence of problems.

Why Keeta?

• Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
• Fast-Growing & Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
• Global Impact: Join a company that’s transforming the way people enjoy food, impacting communities around the world.

What We’re Looking For

• Understand the takeaway industry and the current market demand, know the service rules of customer, merchant and rider.
• Experienced in service process design, and have insight in full-service journey customer experience management
• Have strong data analysis ability, problem insight and communication and collaboration skills, clear thinking, can accurately recognize the problem and propose improvement programs.
• Have a sense of service, able to think customer centered.
• Have rigorous and practical work attitude, strong sense of responsibility, can accept cross-country travel.
• Possess experience in the Middle Eastern market, with proficiency in Urdu, English .

Ready to make an impact? Apply now & let’s shape the future together!

Location: Dubai, UAE

Interested? Apply now #CustomerServiceDesign#FoodDelivery#UserExperience#ServiceOptimization#ProcessImprovement